Complaint: [redacted] I am rejecting this response because: I have patiently given Dell five months to repair this computerEverything they have tried has failedNow they want to replace the same hard drive they just replaced againI have called Dell and Alienware over timesEnough is enough replace the computer Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer repaired, replaced, or a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell records indicate that the technical issue cannot be addressed as the external case of the customer’s computer is cracked and would need to be replaced in order to perform support under the warranty This would not be covered under Dell’s Limited Hardware Warranty which covers hardware components that fail during use and does not cover hardware that has been physically damaged Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative denied the customer’s request to repair the computer under the terms of the warranty We remain available to assist via Dell’s fee-based Out of Warranty Repairs department should the customer want to purchase this service and ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter..Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with communication and processing expectations for a refundWe regret any dissatisfaction the customer may have experienced and appreciate the feedbackDell records indicate the customer’s order invoiced on January 25, Per the FedEx web site for tracking number [redacted] , FedEx attempted delivery on January 26th in [redacted] , **, and the package was refused by the recipient The package was returned to Dell under FedEx tacking number [redacted] on January 31st The customer’s Dell account was credited for $on February 13, 2017, and the customer should see this reflected on her next monthly billing statement Our representative attempted to follow up to confirm the customer received this information The customer may contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me At this point I am willing to accept the business's offer of getting a certified refurbished computer BUT ONLY IF IT IS ONE THAT HAS BETTER CONFIGURATIONS AND OVERALL IS A BETTER COMPUTER FROM WHAT I HAVE NOW I WILL NOT ACCEPT A CERTIFIED REFURBISHED one that is comparable to my current one because this is unfair for me to receive a comparable computer that is NOT brand new since I bought mine BRAND NEW Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: it is wrong and unreasonable on Dell's part to expect me to have a defective laptop that was faulty even during the warranty period Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I have emails from Mr [redacted] himself stating that I will receive the funds that are additional because those are the payments that I was FORCED to makeI have already provided Mr [redacted] with a Legal Demand so I will follow through with court procedure nowI get - phone calls a DAY beginning at am from Dell Financial because they are looking for December's payment!!! So that is a huge lieI also just called Dell Financial back and THERE IS NO CREDIT SHOWING ON MY STATEMENT OR ACCOUNT! I like how one person says one thing and the rest of the company has NO clueThe Ref # given for the refund is not a number found by Dell Financial either! Regards, [redacted]
Today’s Date: 01/16/2017Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states technical concerns with their out-of-warranty unitThe customer states they were promised a 1yr warranty extension in The agent has researched the customers records and there are no records corroborating the 1yr extensionThe customer has also not produced information to help corroborate the 1yr extensionAs a result the agent advised the customer that there is a charge for out of warranty service on the unitDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should there be any questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I just want to confirm that the refund will post to the credit card that was used to purchase? The Advanced Resolution Group at Dell stated it would post to "Mr***'s Dell Account"I don't believe the person who purchased the item as a gift had a Dell credit card, but I also want to make sure it isn't a credit in the form of a gift card or store credit? Other than that Dell and the Revdex.com have resolved my complaint/issue, and I appreciate the quick and effective response time Regards, *** ***
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has had the customer’s computer repaired and processed a concession for his troubles Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with the customer in regards to this situationThe representative has confirmed that an exchange system has been authorizedThe representative will follow up once the system has been delivered to confirm no other issues Please have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matter Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Today’s Date: 10/20/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondence We thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been instrumental in assisting the customer in receiving their full refund We certainly do apologize for any frustration this matter may have caused our customer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative, Sabrina, contacted the customer and authorized a new exchange with the correct specificationsThe representative has confirmed delivery of the exchange system and provided a return shipping labelPlease have the customer contact the representative by email at [redacted] Sincerely Advanced Resolution Group Incident Dell Inc
Complaint: [redacted] I am rejecting this response because:I understand that the promotion ended, but I tried for a week to contact them to fix the issue and then I was told that nothing can be doneThat's unacceptable, they never wanted to help me Regards, [redacted] ***
Today’s Date: 02/08/2017Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceAt this time the agent has advised the customer the credit has been processed and should reflect in the next billing statementDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com .Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: He did not update his responseHe copied his first response to the inquiry and still refuses to assistI have reached out and I still have not heard back from himDell is making no effort to resolve this caseIs there anyway this can be escalated to someone who can actually help? Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a gift card replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative contacted Dell’s gift card team and it was determined the customer’s gift card was used fraudulently by someone else for purchases from Dell For customer satisfaction reasons, our representative provided a gift card with a balance of $which the customer confirmed he received The customer may contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:How big of Dell to ruin Christmas and then try to make it go away for $They need to do better than that but even more importantly they need to do a better job for all their customers.Dell is clearly one of the most poorly run companies I have ever seen and I am extremely surprised they are still operatingI would know a thing or two about the importance of customer satisfaction and retention having been a Customer Relations manager in a Fortune company for yearsThe problem here is that Dell thinks they are untouchable and can treat customers however they feel and providing service before or after the sale is unimportant to them as long as they collect your money,in this particular incident, Dell's website reflected the item I ordered as in stockAfter days of the staid reading "confirmed", I decided I would inquire about why the item hadn't shipped yetI received a response which stated that the item is backordered, they didn't know when it would be back in stock, and they would notify me when it is back in stockThis was an item for Christmas and now it's not comingWhy did the website claim the item was in stock and why did it take an inquiry from me to know that the item was actually backordered? After learning of the backorder, I emailed Dell more times which resulted in zero repliesSince the item was backordered and not making it in time for Christmas, I requested a refund of the $and to have the $value of the gift card placed on my credit card so I could afford to buy something else for the recipient for ,ChristmasThat request was received and ignoredNow I see that the item has shipped which doesn't do much for meThis is an indication that Dell hasn't changed their business practices at all since the last time I dealt with them several years agoThe only reason I am dealing with them again is because I was given a gift cardI would otherwise never have subjected myself to their torture againThe last time I dealt with them, they lost me as a customer for a few dollarsThis was after I purchased desktop computers from them along with a laptop and many peripheralsI had placed an item that had a really good sale price in my cart and attempted to checkoutThe website was experiencing a problem or maintenance, which one I was unable to determine from the messageI was unable to checkout so I left it in my cart and went back to see if I could checkout in the morningThe following morning the price of the item had tripledI contacted Dell about this and I was told that the sale was overI explained the situation to them and they said sorry but there is nothing I can do for youBased on my aforementioned job description, I knew that was not true and I also know that Dell can and should do a whole lot better in this current situation than to give me $and theGo on to torture some other unsuspecting customer.They need to compensate me better for their lack of accuracy, the problem it caused methe lack of communication, and the overall mindset that they can say sorry and do nothing or throw a few dollars at it and make it go away.I am not convinced at all that the proper people are involved on Dell's sideAs a matter of fact, I believe that Dell has not only outsourced all their customer support to Asia but the customer resolution people as wellDell is in Texas and I doubt either of us are speaking to anybody there yet but I will beHbso, Dell needs to be considerably better to make my matter "resolved" and they need to hear these types of customer stories and take them seriously if they are ever going to do a better job for their other customers.I told them that I would contact Dell corporate and more importantly go to every computer forum that might be frequented by prospective Dell customers, which I will, but the importance and the magnitude of that action either didn't sink in, or wasn't read by an empowered employee who might actually care about customers or the corporate profit margin.I will wait for Dell's adjusted resolution proposal Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I haven't received the refund yetDell site shows it's still waiting to receive the return but Ups shows it was delivered days agoI don't understand the reason for the difference Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I have patiently given Dell five months to repair this computerEverything they have tried has failedNow they want to replace the same hard drive they just replaced againI have called Dell and Alienware over timesEnough is enough replace the computer Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer repaired, replaced, or a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell records indicate that the technical issue cannot be addressed as the external case of the customer’s computer is cracked and would need to be replaced in order to perform support under the warranty This would not be covered under Dell’s Limited Hardware Warranty which covers hardware components that fail during use and does not cover hardware that has been physically damaged Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative denied the customer’s request to repair the computer under the terms of the warranty We remain available to assist via Dell’s fee-based Out of Warranty Repairs department should the customer want to purchase this service and ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter..Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with communication and processing expectations for a refundWe regret any dissatisfaction the customer may have experienced and appreciate the feedbackDell records indicate the customer’s order invoiced on January 25, Per the FedEx web site for tracking number [redacted] , FedEx attempted delivery on January 26th in [redacted] , **, and the package was refused by the recipient The package was returned to Dell under FedEx tacking number [redacted] on January 31st The customer’s Dell account was credited for $on February 13, 2017, and the customer should see this reflected on her next monthly billing statement Our representative attempted to follow up to confirm the customer received this information The customer may contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me At this point I am willing to accept the business's offer of getting a certified refurbished computer BUT ONLY IF IT IS ONE THAT HAS BETTER CONFIGURATIONS AND OVERALL IS A BETTER COMPUTER FROM WHAT I HAVE NOW I WILL NOT ACCEPT A CERTIFIED REFURBISHED one that is comparable to my current one because this is unfair for me to receive a comparable computer that is NOT brand new since I bought mine BRAND NEW Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: it is wrong and unreasonable on Dell's part to expect me to have a defective laptop that was faulty even during the warranty period Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: they did not resolve a thing They simply said "tough luck, screw you." Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I have emails from Mr [redacted] himself stating that I will receive the funds that are additional because those are the payments that I was FORCED to makeI have already provided Mr [redacted] with a Legal Demand so I will follow through with court procedure nowI get - phone calls a DAY beginning at am from Dell Financial because they are looking for December's payment!!! So that is a huge lieI also just called Dell Financial back and THERE IS NO CREDIT SHOWING ON MY STATEMENT OR ACCOUNT! I like how one person says one thing and the rest of the company has NO clueThe Ref # given for the refund is not a number found by Dell Financial either! Regards, [redacted]
Today’s Date: 01/16/2017Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states technical concerns with their out-of-warranty unitThe customer states they were promised a 1yr warranty extension in The agent has researched the customers records and there are no records corroborating the 1yr extensionThe customer has also not produced information to help corroborate the 1yr extensionAs a result the agent advised the customer that there is a charge for out of warranty service on the unitDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should there be any questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I just want to confirm that the refund will post to the credit card that was used to purchase? The Advanced Resolution Group at Dell stated it would post to "Mr***'s Dell Account"I don't believe the person who purchased the item as a gift had a Dell credit card, but I also want to make sure it isn't a credit in the form of a gift card or store credit? Other than that Dell and the Revdex.com have resolved my complaint/issue, and I appreciate the quick and effective response time Regards, *** ***
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has had the customer’s computer repaired and processed a concession for his troubles Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with the customer in regards to this situationThe representative has confirmed that an exchange system has been authorizedThe representative will follow up once the system has been delivered to confirm no other issues Please have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matter Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Today’s Date: 10/20/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondence We thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been instrumental in assisting the customer in receiving their full refund We certainly do apologize for any frustration this matter may have caused our customer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative, Sabrina, contacted the customer and authorized a new exchange with the correct specificationsThe representative has confirmed delivery of the exchange system and provided a return shipping labelPlease have the customer contact the representative by email at [redacted] Sincerely Advanced Resolution Group Incident Dell Inc
Complaint: [redacted] I am rejecting this response because:I understand that the promotion ended, but I tried for a week to contact them to fix the issue and then I was told that nothing can be doneThat's unacceptable, they never wanted to help me Regards, [redacted] ***
Today’s Date: 02/08/2017Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceAt this time the agent has advised the customer the credit has been processed and should reflect in the next billing statementDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com .Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: He did not update his responseHe copied his first response to the inquiry and still refuses to assistI have reached out and I still have not heard back from himDell is making no effort to resolve this caseIs there anyway this can be escalated to someone who can actually help? Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a gift card replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative contacted Dell’s gift card team and it was determined the customer’s gift card was used fraudulently by someone else for purchases from Dell For customer satisfaction reasons, our representative provided a gift card with a balance of $which the customer confirmed he received The customer may contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:How big of Dell to ruin Christmas and then try to make it go away for $They need to do better than that but even more importantly they need to do a better job for all their customers.Dell is clearly one of the most poorly run companies I have ever seen and I am extremely surprised they are still operatingI would know a thing or two about the importance of customer satisfaction and retention having been a Customer Relations manager in a Fortune company for yearsThe problem here is that Dell thinks they are untouchable and can treat customers however they feel and providing service before or after the sale is unimportant to them as long as they collect your money,in this particular incident, Dell's website reflected the item I ordered as in stockAfter days of the staid reading "confirmed", I decided I would inquire about why the item hadn't shipped yetI received a response which stated that the item is backordered, they didn't know when it would be back in stock, and they would notify me when it is back in stockThis was an item for Christmas and now it's not comingWhy did the website claim the item was in stock and why did it take an inquiry from me to know that the item was actually backordered? After learning of the backorder, I emailed Dell more times which resulted in zero repliesSince the item was backordered and not making it in time for Christmas, I requested a refund of the $and to have the $value of the gift card placed on my credit card so I could afford to buy something else for the recipient for ,ChristmasThat request was received and ignoredNow I see that the item has shipped which doesn't do much for meThis is an indication that Dell hasn't changed their business practices at all since the last time I dealt with them several years agoThe only reason I am dealing with them again is because I was given a gift cardI would otherwise never have subjected myself to their torture againThe last time I dealt with them, they lost me as a customer for a few dollarsThis was after I purchased desktop computers from them along with a laptop and many peripheralsI had placed an item that had a really good sale price in my cart and attempted to checkoutThe website was experiencing a problem or maintenance, which one I was unable to determine from the messageI was unable to checkout so I left it in my cart and went back to see if I could checkout in the morningThe following morning the price of the item had tripledI contacted Dell about this and I was told that the sale was overI explained the situation to them and they said sorry but there is nothing I can do for youBased on my aforementioned job description, I knew that was not true and I also know that Dell can and should do a whole lot better in this current situation than to give me $and theGo on to torture some other unsuspecting customer.They need to compensate me better for their lack of accuracy, the problem it caused methe lack of communication, and the overall mindset that they can say sorry and do nothing or throw a few dollars at it and make it go away.I am not convinced at all that the proper people are involved on Dell's sideAs a matter of fact, I believe that Dell has not only outsourced all their customer support to Asia but the customer resolution people as wellDell is in Texas and I doubt either of us are speaking to anybody there yet but I will beHbso, Dell needs to be considerably better to make my matter "resolved" and they need to hear these types of customer stories and take them seriously if they are ever going to do a better job for their other customers.I told them that I would contact Dell corporate and more importantly go to every computer forum that might be frequented by prospective Dell customers, which I will, but the importance and the magnitude of that action either didn't sink in, or wasn't read by an empowered employee who might actually care about customers or the corporate profit margin.I will wait for Dell's adjusted resolution proposal Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I haven't received the refund yetDell site shows it's still waiting to receive the return but Ups shows it was delivered days agoI don't understand the reason for the difference Regards, [redacted]